IT Service Desk Team Lead

As the IT Service Desk Team Lead, you will be responsible for the day-to-day operational leadership of the Service Desk, ensuring that incidents and service requests are managed efficiently, consistently and with a strong focus on customer experience. You will lead the Triage Analysts and Service Desk Analysts, overseeing ticket flow, prioritisation and resolution activity to ensure that service levels are met and users receive timely and effective support.

Working closely with the Service Desk Manager and practice leads across Incident, Problem and Change, you will ensure that Service Desk activities are aligned to operational standards and that the team operates in a structured, disciplined and customer focused way. You will play a key role in improving first time fix, reducing ticket volumes and driving continuous improvement across the Service Desk.

You’ll bring significant experience from a Service Desk or IT support environment and will have operated at a senior analyst, second-line or team leadership level. You will have a strong understanding of incident, request and service desk management and be confident leading teams in a fast-paced operational environment. With excellent organisational skills, you'll be comfortable managing workloads across a team, ensuring priorities are balanced and service levels are maintained.

You'll be a natural problem solver who enjoys supporting others to resolve complex technical issues while maintaining a strong focus on delivering great customer outcomes. You'll have experience using IT service management platforms such as ServiceNow, alongside a good understanding of ITIL-based service management practices. Strong communication and stakeholder management skills are essential, as you'll work closely with teams across IT to coordinate activity and drive service improvements.

We're particularly interested in someone who enjoys coaching and developing colleagues, embraces continuous improvement and thrives in a structured, process-driven environment. Experience within a regulated sector would be advantageous, and relevant certifications such as ITIL Foundation would be beneficial.

The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities. As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds.

We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

People are the focus of absolutely everything we do. We believe in people, we care deeply about their hopes, their dreams and their wellbeing. And that applies equally to our customers, our communities and our colleagues – which means you, if you choose to work here. It’s important to us that you know if you join us we will welcome you, respect you, encourage you and help you to achieve your goals.

What do you get in return?

• Financial Corporate bonus scheme (on target 5%, up to a maximum 10%)
• Pension scheme (up to 9% employer contribution)
• Annual performance related pay reviews
• Colleague mortgage scheme
• Electric car salary sacrifice scheme
• Life assurance (4x salary) and income protection
• Access to our financial advisers
• Access to a range of high street and online discounts

Work/Life Balance:

• A 35 hour weekly contract
• 25 days’ annual leave + bank holidays (rises to 30 with length of service)
• The option to buy and sell up to 5 days’ holiday
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood

Health and Wellbeing:

• Access to a health cash plan through a Medicash scheme
• Access to an employee assistance programme
• Free onsite gym at our Cobalt head office and access to discounted gyms
• Two paid volunteering days’ each year
• Cycle to work scheme

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you.